Time: 11:00 AM EST / 8:00 AM PST -- 1 Hour

As pressure intensifies for telecom executives to reduce churn and drive profits, the call center is becoming one of the main avenues for increasing the bottom line. Recent research conducted in the US and UK revealed that 69% of large B2C organizations now view their call centers as business-critical revenue generators but achieving this can be easier said than done. Join Jeff Nicholson from Pitney Bowes Software to find out what the best in class are doing differently in order to make this transformation a reality, and achieving results including:

•35% increase in revenues

•55% improvement in client satisfaction

•14% improvement in agent productivity

•26% increase in customer retention

A variety of transformation approaches for Call Center Customer Centricity Best Practice will be discussed, including the role of enabling technology such as customer analytics and real-time decisioning to achieve more engaging customer experiences, more profitable relationships and increased customer retention.

Time: 1:00 PM EST / 10:00 AM PST (3 Hours)

CMO Council members are cordially invited to attend the Smart CMO Virtual Forum with complimentary registration. Smart CMO is the premier global virtual event for senior level marketers and innovators. This March, the Chief Marketing Officers from the National Football League, The Grammys and SAP will share today's greatest marketing challenges, like the convergence of channels, the importance of distributing quality content across all platforms, and preserving the brand throughout the entire marketing ecosystem. They will also offer you direct access to interact with the experts via live Q&A chats. And in case you have a schedule conflict, all of the content will be available to you on-demand.

Microsoft Dynamics delivers a compelling suite of software solutions to help improve financial, customer relationship, and supply chain management. Join them in Cape Town to learn about their connect experiences for retail. They will identify the critical market forces that have created a trio of fundamental business challenges that specialty retailers must deal with immediately:

- How to be more customer-centric in every aspect of your operation.

- How to boost the productivity of your assets across the business.

- How to harness the power of multichannel retailing to increase sales and market share

Through connected IT systems across key processes and operations, retailers will be able to achieve the following benefits:

- Reduce time to market

- Improve customer service levels

- Minimize unsold inventory

- Spot high risk areas and take appropriate action

- Manage suppliers to ensure product availability and low cost of goods sold

- Improve marketing campaign effectiveness